Customer Success Specialists (CSS), Duo Security

We invest in growth and learning opportunities and encourage our people to never stop learning. We foster collaboration and believe in being recognized (and rewarded!) for hard work. We champion a healthy work-life balance. We're kinder than necessary.

Together we build for the future by designing simple solutions for complex problems. And that's why we're the most loved and trusted name in security.

You're Impact

• Developing and implementing tailored strategies that provide continued value to the customer, ensuring renewals and driving long-term account growth

• Driving seamless onboarding processes and working cross-functionally with our support and services team to proactively lead successful deployments

• Effectively manage customer expectations about our features, functionality and limitations

• Being an expert in all things Duo by developing technical proficiencies with both Duo products and supported technical integrations with third-party applications. Author technical notes and training material to share your knowledge.

• Conducting virtual (and eventually onsite) product roadmap presentations and business reviews.

• Partner with cross functional teams for process improvement.

• Consistently grow your knowledge of the broader security landscape and expertly position Duo by handling objections related to competitive solutions.

• Act as a technical resource to other teammates

• Independently handling customer deployment roadblocks and objections, leading technical conversations, and working across multiple business units to deliver solutions.

• Continuously learning about product features and functionality, providing recommendations based on customer's infrastructure and use cases.

• Demonstrating thought leadership and helping evangelize new ideas, strategies, and concepts with team members, other internal teams, and customers

• Providing leadership through one-on-one relationships, team interactions, and special projects. Takes initiative to help individuals and the team as a whole.

Minimum Qualifications:

• Technical Aptitude: You can guide implementation, integration, and deployment of technical solutions in customer's environment.

• Has expertise with more than one technology, such as networking (VPN, firewalls, load balancing).

• Microsoft administration (Azure, Office 365, Exchange/OWA, ADFS), authentication workflows (RADIUS, LDAP) and/or SAML/SSO.

• Strategic Planning and Account Management: You can develop and execute strategies for customer portfolio, including customer engagement, risk identification & mitigation, product adoption, customer expansions, and product upgrades. You can creatively solve technical problems that tie to the larger customer strategy.

Preferred Qualifications:

• Effective Communication + Ability to Influence: You can demonstrate active listening, synthesize information, effectively communicate, and present with confidence and empathy to varied internal and customer stakeholders while dynamically adapting style & content to a broad range of customer audiences (e.g., from IT staff to CISO) and internal audiences (e.g., from team members to senior management). You can connect abstract technical concepts to real world environments.

• Building Collaborative Relationships: You can proactively collaborate with multiple internal and customer stakeholders to identify opportunities, address challenging situations, support customers through incident response situations.

• Active Learning and Continuous Improvement: You understand Duo's core security positioning and can speak to how Duo compares to competitors in the security landscape. You can translate customer sentiment to internal teams as feature requests and escalations, and appropriately advocate for strategic product decisions.

• Self Awareness: You possess self-awareness, show empathy & discernment in challenging situations, own accountability for responsibilities & commitments. You are able to provide, receive, consider, and incorporate actionable feedback to/from your peers and leadership.

• Execution and Time Management: You are a power user and strong adopter of internal tools and standardized processes. You can effectively prioritize concurrent, highly-complex projects to manage and deliver on customer and internal expectations.

• Team Player: Proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You take responsibility for your own actions and recognize mistakes as learning opportunities.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our

technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco's flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco's Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.